Automation and Packaging Support

Title: Automation and Packaging Support
Duration: Long Term Contract
Client: Infosys
Location: Raleigh, NC

Description:

The resources under this effort must take an active role in the transformation of the USPS endpoint computing environment including Windows 10 (or higher), Office 365 and other areas as needed for workplace modernization. This team will be utilized to reduce repetitive tasks by Endpoint Technology and other USPS organizations including the service support areas and engineering. They must distribute software updates and remove outdated software on endpoints. Expanded services will be provided to other organizations as required (ex: IP migration for printers, User migrations to new hardware, asset inventory database modification, support and maintenance)

• Package applications using software like Microsoft Windows PowerShell.
• Develop installation packages for windows, printers, and mobile device platforms (on an as needed basis)
• Support for ~200K enterprise laptops and workstations (combined)
• End-user hardware/software migration/upgrade support.
• Deploy software updates in 14 or less to respond to security vulnerabilities.
• Hardware/software support for in-place OS upgrades to Windows 10 SAC 21H2 (or higher)
• Packaging for reimaging failed or problematic machines
• Support and upgrade newly purchased computer systems
• Develop automated scripts to expedite support needs
• Perform system health checks along with developing PowerShell scripts to remediate issues found during health checks
• Automate application updates to eliminate the need for packaging
• Support for installing/troubleshooting Microsoft Office O365 and other Microsoft Office services and resources.
• Ability to develop solutions using PowerShell, VBScript, etc. to identify and/or remediate problems/issues/requirements related to Microsoft Workplace Modernization efforts: Windows 10 SAC (and above) and Office M365 Apps.
• Ability to develop scripted solutions to evaluate, identify and remediate, when necessary, issues related to computer system health, i.e. status of critical services, restarting failed services, low disk space, high CPU utilization, review event logs for issues, etc.
• Collaborate/interact with other diverse functional groups to accomplish stated objectives.
• Research, evaluate, and develop a wide variety of complex technology components of a tactical nature.
• Independently install, test, and implement complex component-level changes within the technology infrastructure.
• Operate, maintain, and provide support for a wide variety of complex technology components.
• Establish operational processes for delivering world-class technology platforms.
• Independently analyze and develop innovative resolutions for complex problems involving availability and/or performance at the component level. Work with Suppliers to resolve problems and implement approved solutions independently.
• Perform capacity and performance analyses and develop and implement recommendations.
• Develop, plan, and manage project tasks.
• Participate in the preparation of materials and oral presentations for customers and management.
• Play a lead role in meetings relating to specific technical projects or tasks.
• Develop and recommend innovative solutions to business problems of moderate complexity, including preparation of cost-benefit analyses.
• Establish and maintain working relationships with Suppliers. Understand and influence Supplier strategies and product directions.
• Develop and maintain specialized knowledge of current and emerging technologies within assigned division or platform.
• Provide training to less experienced team members of the IT department.
• Analyze and resolve complex hardware and software problems with distributed systems.
• Use in-depth knowledge of distributed hardware and software systems.
• Use the management systems for endpoints. These include Tanium, MECM (Microsoft Endpoint Configuration Manager), Ivanti MDM/Neurons, Active Directory and others as required.
• Perform tests and implement hardware/software adds, changes, backup, and restoration functions, etc.
• Perform visual checks of all system components, wiring and status lights.
• Escalate unusual or unexpected findings as appropriate.
• Provide periodic reports to users and managers of systems status.
• Provide weekly status reports and maintain project cost charge backs.
• Maintain project plans as required and notify management of critical failures and/or missed milestones.
• Use change and test management procedures as required.
• Provide an action plan for resolution of any/all faults detected.
• Perform isolation testing of problem equipment and/or software.
• Provide documentation of all solutions to problems.
• Provide reports with intent to share solutions found.
• Provide and implement escalation processes and/or procedures.
• Develop, implement, and follow the appropriate quality assurance program.
• Develop recommendations and procedures for implementation of new hardware/software products and applications, suitable for presentations.
• Edit computer-based documentation and trouble ticket systems to document equipment configurations, track changes, track issues, and compile performance data.
• Monitor trouble tickets in the support queue to address deployment/packaging/automation projects impact. Take corrective action to address issues.
• Fully cooperate, and to the best of abilities, effect an orderly and efficient deployment of services. To avoid/mitigate service interruption, the incumbent engineer must continue to provide comprehensive support services during a deployment period, which must include, but not limited to, all necessary information, training of personnel, transfer knowledge, processes, and techniques.
• Create change requests, in compliance with existing procedures, for change management.
• Perform user assistance, training, and information sharing.
• Provide on-site system or application support for deployment/installation as required.
• Maintain professional appearance and attitude in keeping with the standards on the USPS.
• Interact with other diverse functional groups to accomplish stated objectives

Required Experience Level:
Five years of relevant and progressive experience in a distributed computing environment is preferred
A working knowledge of current computer and communications technologies and disciplines, including PC operating systems and hardware platforms, local area networks, wide area networks, messaging, and client-server applications is required.

Educational Requirements:
A degree from an accredited College/University in the applicable field of services is preferred.
NOTE: If resource does not have a relavant college degree, an additional 4 years of relavant work experience is required.